OUTLET MANAGER – JOB DESCRIPTION

A. JOB PURPOSE

As an Outlet Manager, you will be responsible for the day-to-day management and performance of the assigned Food & Beverage outlet, ensuring efficient operations, excellent guest service, achievement of revenue objectives, and compliance with hotel standards.

You will lead and develop the outlet team, maintain high service and hygiene standards, monitor costs and operational performance, and contribute to creating memorable guest experiences.

B. AREAS OF RESPONSIBILITY

Operational Management

• Manage the daily operation of the assigned Food & Beverage outlet.
• Ensure smooth and efficient service throughout each shift.
• Ensure compliance with Hotel standards, policies and Standard Operating Procedures (SOPs).
• Conduct regular inspections to maintain cleanliness, hygiene, presentation and maintenance standards.
• Monitor guest flow, reservations and staffing requirements to ensure appropriate service levels.
• Coordinate closely with Kitchen and other departments to ensure efficient operations.

Leadership & Team Development

• Lead, supervise and motivate Supervisors and Food & Beverage service associates.
• Assist with recruitment, onboarding and integration of new team members.
• Conduct regular briefings, coaching and on-the-job training.
• Monitor employee performance and participate in performance appraisals.
• Prepare and manage duty rosters according to operational requirements.
• Address employee concerns and operational issues through the appropriate reporting channels.
• Promote teamwork, professionalism, engagement and a positive working environment.

Guest Experience & Service Excellence

• Ensure consistently high standards of guest service.
• Engage with guests and ensure their expectations are met.
• Handle guest complaints and feedback promptly and professionally.
• Monitor guest satisfaction and take appropriate corrective action when required.
• Maintain a visible presence within the outlet during service periods.
• Promote personalized service and memorable guest experiences.

Sales & Revenue

• Support the achievement of the outlet's revenue and profitability targets.
• Monitor daily sales performance and identify opportunities to increase revenue.
• Drive upselling and cross-selling through team training and supervision.
• Support promotions, special events and Food & Beverage initiatives.
• Encourage the team to maximize revenue while maintaining excellent guest service.

Cost Control & Financial Performance

• Monitor outlet expenses and operational costs.
• Assist in controlling food, beverage and labour costs.
• Monitor wastage and take appropriate corrective action.
• Ensure proper cash handling, billing and closing procedures.
• Review outlet performance and report significant variances to the F&B Management.
• Contribute to achieving the outlet's budgeted financial objectives.

Inventory & Stock Control

• Monitor stock levels and operational requirements.
• Participate in regular inventories and stock counts.
• Ensure proper storage, handling and control of beverages, equipment and operating supplies.
• Minimize breakage, wastage and stock discrepancies.
• Coordinate requisitions according to operational requirements and established procedures.

Health, Safety & Hygiene

• Ensure compliance with food safety, hygiene and occupational health and safety requirements.
• Ensure the outlet and service areas are maintained to the required cleanliness standards.
• Ensure team members comply with hygiene, grooming and safety procedures.
• Report maintenance, safety or hygiene concerns promptly through the appropriate channels.

Reporting & Administration

• Maintain accurate operational records relating to sales, staffing, stock and outlet activities.
• Prepare required operational reports for F&B Management.
• Conduct daily team briefings and communicate relevant Hotel and departmental information.
• Report operational challenges and recommend practical improvements.

General

• Work closely with the F&B Management, Kitchen and other Hotel departments.
• Maintain professional appearance, conduct and leadership standards at all times.
• Perform any other duties reasonably assigned by Management within the scope of the position.

Statements in this Job Description are intended to reflect, in general, the duties and responsibilities of the position and should not be interpreted as totally inclusive.